FAQ - Frequently Asked Questions

Shopping Cart Support

I was unable to find an item on your web site. How can I find it?

You can use our Product Search box on any web page to find the item you are looking for. If you already know the item's product code, then type it in and click on the magnifying glass icon. (Do not include the "#", and shorten the code to the first 3 letters if you hit trouble.) You can also type in key words in the search box. If you are unable to locate the item, it may be discontinued or we do not have it in stock. However, you can call us between the hours of 8:30 am - 4:30 pm (EST) Monday-Thursday, and 8:30 am to 3:00 pm Friday, and we will see if we can locate it for you.

Where do I enter my promotional code?

If you have a promotional or coupon code for free shipping or any other offer, please enter the code in the place provided in the Shopping Cart page.

What if I have a problem placing my order?

Don't hesitate to call us during business hours -- Mon.- Thurs. 8:30 am - 4:30 pm EST; Fri. 8:30 am - 3:00 pm. We're more than happy to work through your on-line order with you, or we'll just take your order by phone. We like talking to our customers!

Can I cancel an order after it's been submitted?

Yes, most orders may be canceled any time prior to shipment. The only exception would be orders of customized screen-printed items. Please note, however, that we are REALLY FAST at processing our customer's orders. We often ship them the day after we receive the order. Call us!

What if I order an item that's out of stock?

You will not be charged for any item until it ships. If your order contains an item that is temporarily sold out, we will contact you by email and ask you if you want your other items to ship now, or later with the backordered item(s). You will be charged shipping & handling for the entire order at time of initial shipment. No additional shipping charges will be incurred.

Will I receive an order confirmation?

Yes, once you've completed your purchase, we'll email an order confirmation to the e-mail address you provide as you check out. Your confirmation will include a full itemization of your purchase. It's a good idea to review the content of this message to verify all information. It's also recommended that you print out your web receipt -- after your credit card is processed and approved, you will be taken to a "Thanks for your order" page. Click on the link for a printable version of this receipt.

How can I check my order status online?

If you take a moment to Register at checkout time, you will be able to track the status of your order online.

Shipping Information

When can I expect to receive my items?

Most items are shipped from our warehouse in Natick, Massachusetts, and, in most cases, are packed and shipped the day after your order has been placed (Monday-Friday only, excluding holidays). Depending on your location, you can expect delivery within 2 - 6 business days after the day of shipping, if you have selected standard ground shipping. Registered shoppers can get real-time package tracking information by logging in and clicking on "Order Status." If one of your items is out-of-stock, we will contact you within a day or two so that you'll have the opportunity to tell us what you'd like us to do. Some of our items are shipped from other locations, and may take several weeks to arrive. We've indicated when this is the case within the product description. Call us at (800) 299-3770 if you'd like more information about a particular item. More on shipping & handling...

Can I have my order shipped to more than one location?

No, when placing an order on our web site, you cannot split one order to two or more shipping addresses. Just place separate orders for each shipping location. Alternatively, you can place a single order with multiple shipping addresses by phone or fax.

Do you ship to locations outside of the United States?

How much will I pay for shipping?

When we ship your order using regular Ground shipping, we pass along the exact charge that our carrier (UPS) charges us. The shipping charges are based on the weight of your entire order and the destination, not on the purchase price. You can find out what your shipping charges will be once you've entered all of your selected items into your shopping cart. In the Shopping Cart, click on the Estimate Shipping Cost button. After you enter your zip code, the web store will estimate your shipping charges. Small purchases (order totals under $25) can often have disproportionately high shipping costs. More on shipping & handling...

What if I need something IMMEDIATELY?

We can arrange to have in-stock items shipped to you the very next morning, if we hear from you by 12 pm (noon) EST. It's best to place these orders by phone during business hours, if possible, so that we may expedite it personally. You can choose one of these delivery options: Overnight by 8:30 am, Overnight by 10:30 am, Standard Overnight (by afternoon), 2-day, and 3-day. Expedited delivery options apply only to customers in mainland U.S. More on shipping & handling...

Will I receive package tracking information?

Your order confirmation email will include your UPS tracking number, and a link to follow your package's progress to its destination.

Payment

What payment methods are available?

Web purchases must be made by credit card. We accept MasterCard, Visa, American Express, Discover, SmartPay (government credit card) and PayPal. Orders that are to be shipped outside of the U.S. must be placed via PayPal.

Do you accept company purchase orders?

Yes, we will accept a purchase order of $25 or more from your company. Print out our Printable Order Form, complete it, and fax it with your company's P.O to us at (508) 651-2674 for quick turnaround. Faxed orders are processed immediately.

Where can I find your W-9 form?

If you would like to develop an account with us and need our company information, view or print out our W-9 Form.

Where can I find your Sole Source Letter?

If you would like to develop an account with us and need our Sole Source letter, view or print out our Sole Source Letter.

Can I redeem a Trainers Warehouse Gift Certificate online?

Not at this time. Please call us during business hours to purchase items with a Trainers Warehouse Gift Certificate.

How do we indicate our tax-exempt status?

Please indicate your tax-exempt status and number in the "Payment Information" section of the Checkout process (Step 4) in the Checkout page. Only orders that are shipped to a Massachusetts address are subject to tax.

How do you calculate sales tax?

Only orders that are shipped to a Massachusetts address are subject to tax.

Returns

I'm not satisfied with the item I purchased. How do I get a refund?

If you decide that you'd like to return or exchange a product, please call us during business hours or email us. We'll give you simple directions for your return and issue the proper credit.

Account Information

Why should I bother to Register?

Once you register, you'll be able to access several useful features of the web store. Registered shoppers are able to retrieve up-to-date order status information and real-time package tracking information after an order has been placed, no matter how you placed your order -- online or by phone or fax. They can also maintain a Wish List, and enter multiple shipping addresses in their personal Address Book, and edit their customer information and log-in password.

What's a Wish List? And how do I make one?

The Wish List is a feature available to all registered users. If you place products into your Wish List, they remain there for either purchase or deletion at a later time. When you return to the site, just Log In and your Wish List items will still be there. To add items to your Wish List, locate the product you are interested in, go to its Product Description Page, and click on the "Add to Wish List" button.

Can I do repeat orders on the site?

It's easy to do repeat orders on the web! If you'd like to order the same thing as you've ordered in the past, just log in to your account, click on Order Status, click on the order number you'd like to repeat, and then click on the link to repeat the order.

How can I update my billing address, user name and password?

If you have registered on-line, you can edit your information yourself. Just click on "My Account" in the top right navigation area and then Log In. Then click on "Update Your Profile." Alternatively, you can always email us with your new information and we'll update it for you.

How will the information I've submitted be used?

When placing an online order, we do ask for your personal information and your credit card information. The information is stored in a secure environment separate from our web site. If you place an order or request a catalog, we will send you catalogs periodically. We will send an e-mail message to you to confirm online orders you place. Our Privacy Policy

How do I remove my name from your mailing list?

Your name and address do not become a permanent part of our mailing list unless you yourself place an order or request a catalog from us. We do sell our house file on occasion. If you prefer that your name not be shared, please let us know. If you do not want your name to be on our mailing list, please let us know, either by email, phone call (800-299-3770), fax (508-651-2674) or mail to Trainers Warehouse, 89 Washington Avenue, Suite K, Natick MA 01760-3441. If you don't want to receive any unsolicited mailings from anyone, ask the Direct Marketing Association to place you on the national "Do Not Mail" list. The address is: Mail Preference Service, Direct Marketing Association, Inc., P.O. Box 643, Carmel, NY 10512.

About Trainers Warehouse

Is Trainers Warehouse a "green" company? If so, why do you send out catalogs?

We are committed to green efforts to Reduce-Reuse-and-Recycle. Through a variety of efforts, we have reduced paper consumption, we sell products that can be reused by our customers, we recycle anything that can be recycled, and encourage catalog recipients to do the same. We are also members of the ACMA (catalog mailers association) which promotes "green" business practices.

Do you have a store where I can browse or make a purchase?

We're located in Natick, Massachusetts, where we maintain our offices and inventory, but we're not set up for in-person sales. Please make your purchases by phone, mail, web, or fax.